The Council pledges to fulfill its statutory functions as stipulated in the Consumer Council Ordinance.Within these ambits, we will strive our best to:

• answer consumer enquiries and handle complaints in a timely manner
• mediate dispute between consumers and service suppliers
• conduct researches, surveys and product testing to produce and publish useful information and results
• provide a regular outlet of information, advice and view points on all matters affecting interests of consumers
• monitor trade practices and liaise with industry body to safeguard consumer interests, and research on consumer policy and launch consumer education campaign or related activities

 

Performance Targets

We pledge to provide an efficient, courteous and professional service to the public in respect of the following areas:

(i)    Enquiries and Complaints for disputes between consumers and business

A.     Enquiries

	Target Response Time
By telephone	Mostly in 3 minutes
In person	10 minutes
In writing (from the date of receipt)	15 working days

B. Complaints

	Target Response Time
Issue initial reply after receipt of complaint	7 working days
Notify progress / result (from the date of issuing initial reply)	16 working days

**     Factor affecting performance
The progress of our mediation depends very much on the co-operation of traders and complainants in resolving the disputes. Processing time is also affected by the complexity of cases and the volume of complaints received at the time.

Normally, the processing time commences from the date when the complainant has given all relevant information and documents for lodging the complaint to the Council.

 

(ii)    Research on consumer goods and services

We shall produce research reports in a timely and accurate manner, on products or services every month, including comparative product test reports, survey reports or in-depth study reports.

 

(iii)    Subscription / Sale of CHOICE

	Handling Time
Request for subscription of CHOICE	As stipulated in the subscription form *
Request for sale of CHOICE	Within 10 minutes (if in person)
	Within 2 working days (by mail order) **

*     CHOICE is published on or around the 15th of each month. If the subscription form together with appropriate payment is received on or before the 9th of the month, the subscriber will receive his/her first issue of CHOICE of that month. Subscription requests received on the 10th or after will receive the first issue of CHOICE of the following month.

**     upon receipt of mail order and after confirmation of receipt of payment (cheque / PPS / credit card)

 

(iv)    Request for visits / talks / consumer education activities

	Target Response Time
Request for group visits	Within 10 working days
Request for talks	Within 10 working days
Request for organizing consumer education activities from community group	Within 10 working days

(v)    Assistance by Consumer Legal Action Fund (CLAF)

We shall acknowledge receipt of an application within 7 working days after the receipt of the application by the Fund and process the application as soon as practicable.

We shall report on the major progress and the outcome of their cases to the assisted consumers as soon as practicable.

*     Factor affecting performance
Given the limited manpower, the progress of acknowledgement of receipt of an application may be affected by total number of applications received alongside.